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Provide direct support to user community for production issues / bugs.
Work production issues from fruition to resolution.
Ensure bugs are resolved in a timely manner.
Review system logs to identify system errors, bugs or general function.
Quickly understand the business, the workflows and the architectural solution for the Interactive Intelligence Solution.
Work directly with cross functional business owners, management and user community to understand changes (requirements) and provide recommendations / proposed solutions and lead the implementation of solutions.
Maintain and enhance the ININ IC, ICBM services to provide its continues availability
Manage release activities for changes to the Interactive Intelligence and IC Business Manager Software.
Working closely with Siebel/SFDC and database teams to support and enhance the ININ call flows and reporting.
Provide estimates of effort on recommended solutions.
Provide recommendations for user acceptance testing.
Engage directly with testers on debugging.
Ensure bugs are tracked, reported and resolved in a timely manner.
Quickly identifies critical issues with ease.
Knowledge of best practice solution, development and testing methodologies.
Beneficial, but not required: Translate high level business and user requirements into functional requirements and solutions.
Experience working with Interactive Intelligence .Net Client
Experience working with IC Business manager
Working knowledge of Oracle tables, views and PL/SQL
Experience configuring and maintaining ININ Windows services
Experience Integrating ININ IC with different CRM systems (Siebel, SFDC) using APIs or SOAP Web services
Experience with Customer Support Functions
Nice to have Experience with High Tech
Nice to have: BA in computer science information systems or related business field
Ability to work on project teams, collaborating, partnering and enabling the other members success.
Develops relationships with internal customers.
Self-motivated team player willing to adapt fast paced working environment
Manages expectations effectively.
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